Anywhere to complain the case solving quality

[sylsw]

I opend a lvl 2 support  case two months ago, the support team just keep changing assignee again and again. No time limit for your support case?

[TomU]

It seems like whatever time limits may exists, they are reset by any response from PTC, even if it's not helpful and doesn't lead to case resolution.  There are exceptions of course, but overall the quality and responsiveness of tech support has steadily declined over the last several years.

Not sure it's helpful, but here's the official PTC document on support services:

https://www.ptc.com/-/media/Files/PDFs/legal-agreements/fy20/Support-Terms-Conditions-July-2020/PTC-Support-Services-Terms-and-Conditions-EN-July-2020.pdf

[BenLoosli]

Escalate the call for lack of response.

PTC's help desk phone number used to be 8004PTCHEL(L) but PTC said it was (P).

[TomU]

Escalating doesn't seem to do much anymore either.  Basically a supervisor calls and says we'll get working on it and then nothing really changes.  Unless you actually have an 'enterprise down' situation, escalating probably won't get the case resolved any faster.

[Leigh · Accepted solution]

Hi @sylsw 

I am sorry to hear about your experience.  If you wouldn't mind, please PM me the case number so that I can follow up internally on this.

Thanks,

Leigh